Sr IT Operations Analyst I

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

The Sr. IT Operations Analyst I role in the Service Management Organization will be responsible for a wide range of functions focused on maintaining and enhancing operational processes and procedures. Key responsibilities include ensuring that IT services and infrastructure align with operational goals. The individual in this role will need to possess strong planning abilities, remain alert, and efficiently resolve unexpected issues as they arise.

This position requires the provision of 24x7 enterprise support, while adhering to industry-standard protocols for IT Incident, Problem, and Change Management. The Sr. IT Operations Analyst I will be required to work both independently and collaboratively within a team, making it essential to demonstrate flexibility in working environments and effective communication skills.

Location: Hybrid, Woods Run in Pittsburgh, PA

2 SHIFTS OPEN:Tuesday-Saturday 3:00-11:00pm; OR Sunday -Thursday3:00-11:00pm

Responsibilities:

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  Incident & Service Management

  
  
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  Serves as the main point of contact for all incident and service issue escalations directed to the Service Management Organization.

  
  

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  Ensures that incident management processes are efficiently and effectively followed.

  
  

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  Determines the impact and priority of incidents based on affected customers and/or business units.

  
  

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  Communicates operational issues to respective IT management, support teams, and incident communication managers.

  
  

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  Provides outage notification and recovery effort updates to business units.

  
  

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  Engages various support teams and resources to major incident bridges.

  
  

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  Manages and coordinates troubleshooting and recovery efforts between support teams.

  
  

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  Ensures prompt resolution and coordination of incident management activities during recovery efforts.

  
  

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  Updates and validates outage information in availability management tools for reporting and tracking purposes.

  
  

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  Works with Problem Management and Change Management to resolve incidents.

  
  

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  Prepares operational status reports to IT Operations Management.

  
  

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  Be part of on-call rotation for Storm and Priority One Events.

  
  

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  Monitors Critical/Core systems delivering services to business units and customers.

  
  
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  Storm roles as appropriate to their role and skillset.

  
  

Collaboration & Communication

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  Ensures continuous collaboration with IT Operations Management and other areas or teams.

  
  

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  Provides guidance to Novice Analysts. Use SME knowledge in Incident Management policy and procedures.

  
  

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  Acts as secondary support to Change Manager for off hour scheduled activities.

  
  

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  Manages relationships with a diverse range of people, including business customers, and the IT leadership team.

  
  

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  Listens to differing opinions/knowledge and sets direction.

  
  

Process Improvement & Reporting

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  Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents.

  
  

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  Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives.

  
  

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  Works with teams to improve Observability.

  
  

Personal Attributes & Work Environment

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  Work at Pace - prioritize and follow up on multiple tasks concurrently, with a focus on detail in a fast-paced environment.

  
  

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  Bend in the wind - not easily frustrated, able to roll with emergencies and shifting focus while delivering a superb user experience.

  
  

Education/Experience

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  Roles at this level require a university / college degree.

  
  

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  Five (5+) or more years of related experience required.

  
  

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  3-5 years IT Service Delivery experience

  
  

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  Experience in utility industry strongly preferred.

  
  

Preferred Qualifications

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  Strong service delivery experience including but not limited to handling incidents, change control, problem management, and continual service improvement.

  
  

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  Ability to assist with technical solutions and services across all environments and architectures including but not limited to cloud, on-prem, physical and virtual

  
  

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  Strong operational experience using IT infrastructure operations frameworks such as ITIL or COBIT.

  
  

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  Experience updating internal processes and procedures and maintaining a knowledge-based document library.

  
  

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  Ability to work well in a team-oriented, collaborative environment.

  
  

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  Excellent written and verbal communication skills suitable for both business and IT audiences

  
  

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  Experience with Batch Monitoring Applications like Control-M

  
  

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  Comprehensive understanding of networking and enterprise monitoring applications (Solarwinds, OP5)

  
  

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.